Senior Information Specialist

Manage the efficient and effective delivery of information services to Core42’s roster of clients, optimizing their experience with our products and services. You will be responsible for the end-to-end service delivery process, resolving complex issues, managing escalations, and building strong client relationships. Core42 is the UAE’s national-scale enabler for cloud and generative AI, combining G42 Group’s expertise across multiple technology disciplines into a single platform for public sector and large enterprise transformations.

Responsibilities

• Oversee the entire service delivery process, including incident management, service request fulfillment, problem resolution, and escalation management, ensuring that all client inquiries and issues are addressed promptly and professionally.
• Build and sustain strong relationships with key client stakeholders to understand their specific needs, challenges, and objectives. Act as a trusted advisor, providing insights and recommendations to enhance the value they receive from our solutions.
• Provide expert technical support to clients, resolving complex issues related to our digital transformation solutions, cloud services, and cybersecurity offerings, collaborating with cross-functional teams to address technical problems.
• Identify opportunities for service process improvements and operational efficiencies, working with clients and internal teams to implement changes that enhance service quality and exceed client expectations.
• Create and maintain comprehensive documentation of service delivery processes, standard operating procedures (SOPs), and troubleshooting guides for reference and training purposes.
• Establish and monitor service performance metrics, ensuring adherence to service level agreements (SLAs) and taking proactive measures to prevent service disruptions.
• Conduct training sessions for clients to help them maximize the benefits of our solutions.
• Provide feedback to the internal knowledge management team, sharing insights and best practices within the organization.
• Prepare regular service performance reports, highlighting key performance indicators (KPIs), customer feedback, and actionable insights for senior management.

Qualifications

• Minimum Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum Experience: At least 5 years of experience in service delivery management or technical support roles within the IT industry. Demonstrated experience in managing complex client relationships and providing exceptional customer service.
• Job Specific Skills:
  • Familiarity with AI-driven technologies and their application in IT services.
  • Ability to meet and exceed SLAs with a customer-centric outlook and the ability to understand and address clients' unique requirements and concerns.
  • Exceptional analytical and problem-solving skills.
  • Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences effectively.
  • Demonstrated ability to collaborate with cross-functional teams, including technical experts, project managers, and sales professionals.
  • A commitment to staying up-to-date with industry trends, emerging technologies, and best practices in IT service delivery and support.

Work Conditions

• Culture: An open, diverse, and inclusive environment with a global vision that encourages personal growth and focuses on ground-breaking, industry-first innovations.
• Career: Outstanding learning, development & growth opportunities via structured training programs and innovative, high-tech projects.
• Work-Life: A hybrid work policy to strike the perfect balance between office and home.
• Rewards: A competitive remuneration package with a host of perks including healthcare, education support, leave benefits, and more.